Call Center Outsourcing Enhances Productivity and Customer Satisfaction
Organizations design services that satisfyingly resolve customer queries. For a better customer support and service provision, organizations need to consider several factors. While several multinational corporations and companies look to achieve their business operations in-house to save both time and money – two of the most valuable resources for any organization – studies have revealed that outsourcing certain tasks can, in actuality, not only save time and money but also enhance business revenue generation.
Outsourcing, in essence, is a process wherein an organization transfers part of its business activities to an external vendor. Although the execution of operations at offshore locations may induce a certain sense of insecurity, outsourcing has emerged as a successful and profitable practice. Over the last few years, several organizations have outsourced their operations to external vendors for better support provision.
In recent years, India has emerged as one of the most sought after destinations for call center outsourcing. The quality of support and service provision offered by a workforce that is qualified, skilful, adaptable to global trends and knowledgeable and well informed has allowed India to surpass some of the other Asian nations, including China, Malaysia and the Philippines. By deploying the latest tools in the field of technology, Indian call centers have been able to better cater to the needs and requirements of the customers.
Indian call centers also benefit from its geographical location. The time gap it shares with the United States is ideal for the operability of an uninterrupted and round-the-clock business service conduction.
What India, as a destination that several organizations have looked to outsource their call center operations to, has also benefitted from is the contributions and efforts made by its government. Not only has it allowed a smooth import of capital goods and offered a well developed infrastructure in terms of transportation and communication systems, it has also invested billions for the enhancement of the call center industry. India houses approximately 40 percent of the overall number of people employed in call centers internationally.
Furthermore, by deploying cutting edge technology and state-of-the-art facilities, the workforce employed in call centers in India has been enabled to handle large numbers of customer calls with ease and efficiency, thereby servicing customers more effectively. The agents and customers are well trained and knowledgeable about the global trends, which does not make the customer feel that they are being provided substandard service provision.
Eloquence and excellent command over the English language are what sum up the proficiency of the workforce employed in the Indian call center industry.
Through call center outsourcing, organizations and businesses can make certain that their customers are being taken care of with the best services available. Moreover, outsourcing helps organizations in risk-sharing. Other than saving time and money, an organization can also transfer a certain portion of the accountability to the external vendor. By doing so, an organization can free itself off of the responsibility and concentrate more on other important business tasks. Risk-sharing also helps in a better dealing of risk mitigating factors.
The practice of call center outsourcing provides services on principally two fronts: inbound and outbound. Inbound call center services are provided to customers who call with their queries and complaints, and are seeking support. Helpdesk, technical troubleshooting and inbound sales are some of the types of inbound services.
Outbound call center services are offered by call center agents and executives who call customers to inform them about any new product or service that has hit the shelves. Advertising can also be conducted through outbound services. Lead generation, telemarketing and market research and survey are some of the types of outbound services.
Depending on the kind of service call centers offer, they are classified as either inbound or outbound call centers. Some call centers, to increase their productivity and subsequently business revenue and profit generation, service customers by offering both inbound and outbound services.
Organizations strive to achieve maximum levels of customer satisfaction to earn an impressive reputation and name in the commercial domain. Providing substandard services negatively impacts an organization. It gives a customer a reason to seek services from somewhere else.
Speaking to customers with ease and eloquence is yet another important asset every employee in the call center industry should possess. Customers need to feel comfortable so they can better express their queries and concerns, which can lead to an enhanced support provision. One dislikes to be serviced by a call center agent who is either difficult to talk to.
Through these considerations, an organization can effectively service their customers, and also ensure that the customer complaints and issues have been taken care of. An efficient service and support provision allows organizations to reach the heights of success and pave the way for growth and prosperity.
